Contact Center Management
Contact Center Technology, Assessment, Sourcing & Migration
Evaluating the Use and Effectiveness of Your Contact Center Technology
JUST RELEASED!
Part II of The Northridge Group’s State of CX 2023 report reveals 93% of business leaders believe their companies make it easy for customers to resolve issues. Only 66% of customers agree.
Our Approach
Among the most fundamental technologies powering any Contact Center are its voice and omni-channel routing and management technologies.
The contact management platform not only routes and queues customer interactions, but it’s also the enabling or limiting factor when it comes to deploying advanced capabilities required to enhance Customer Experience and lower operating costs.
Our Approach
However, not all contact management platforms are created equally and upgrading or transitioning to a new Contact Center management solution can be a complicated process, necessitating a large capital investment with operational impacts.
Changing your core Contact Center technology platform requires a comprehensive understanding of the impact to:
- Other Contact Center technologies
- Existing processes and operations
- Reporting and KPI management
… and nearly all other aspects of the Contact Center.
Northridge can help define a migration plan that is tailored to your unique business challenges and priorities while leveraging best practices and industry-leading insights.
We help businesses develop effective strategic planning processes that include the assessment of:
Current and future
state capabilities required to achieve desired Customer Service goals and expectations
Network readiness
and implications to telephony and other contact center technologies
Impact
on operations, process flows, and agent skill sets and career paths
Cloud
vs. Premise-based solutions
Financial analysis
and business case development
Our Approach
Migrating your contact management platform can enable transformative changes to your Customer Experience and operations, creating significant business impact.
Leveraging Northridge as an experienced partner specializing in technology assessments, sourcing, and migration will increase your likelihood of success while simplifying your transitional process and accelerating your benefits realization.
Northridge Insights
State of Customer Service Experience 2020-2021
In today’s marketplace, reducing customer effort is one of the most effective ways to drive growth and ensure loyalty. The COVID-19 pandemic intensified the need for companies to make the customer experience as effortless as possible. Online shopping and digital tools have become the ”new normal” and the need for self-service options enabling faster, easier ways to contact companies for service issues and inquiries has never been greater. The challenges this digital transformation presents for companies will continue post-pandemic, yet most companies are not adequately prepared.
Northridge Perspectives
The Importance of Quality Monitoring for Government Agency Contact Centers
Quality Monitoring is an essential tool used by many businesses to improve customer experience in their contact centers. Quality Monitoring programs leverage call listening, screen monitoring, and advanced data analytics to identify issues faced by individual associates as well as overall operational issues. When Quality Monitoring processes identify specific behavioral issues in individual associates, the behaviors can usually be quickly corrected with monitoring, agent and call level reporting, insights, recommendations, training programs, and/or customized coaching.
The Crucial Connection Between CX Tech & Training
Customer Experience (CX) technology is evolving rapidly, leaving many businesses struggling to keep pace. Companies that focus on people, process, and technology have not only adapted but thrived.
Understanding the connection between technology and training is important for a successful contact center. This includes AI, cloud, and other technologies. It also involves investing in training, change management, and clear processes to support the technology.
Proper Contact Center Training Benefits Employee Experience
In the post-pandemic world, contact center leaders are prioritizing three interconnected objectives: employee productivity, retention, and satisfaction. By cultivating a positive working environment, leaders can optimize the employee experience to mitigate absenteeism...
Additional Contact Center Management Services
Our Team is Built to Improve Your Customer Experience
At The Northridge Group, we bring decades of experience and a truly collaborative effort to every one of our client projects.
